topic Re: EE Tech Expert in Broadband & Landline

EE Tech Expert

Lee3131 — Tue, 23 Dec 2025 19:11:39 GMT

My full fiber 300 essentials internet has just suddenly stopped working the ONT box has a red light and ee broadband hub flashing orange, as a result my tv package dosent work as we don't have it connected to an aerial, I have reported this to EE through 150, and have arranged a visit tomorrow 24 December from an home tech expert, I'm concerned that I won't be back up and running In time for christmas day, unless someone can let me know what these tech experts can do or capable of and if there's a fault in the ONT box I thought that only openreach can fix this.

Re: EE Tech Expert

XRaySpeX — Tue, 23 Dec 2025 19:32:12 GMT

I guess it is the PON light that's red. Then BB is down & only OR can fix it.

If it is a neighbourhood issue, you could consult Check service in your area to see if any faults are being attended to in your local area.

Re: EE Tech Expert

Lee3131 — Tue, 23 Dec 2025 19:39:33 GMT

Yes I believe it's the PON light this is why I can't understand why they haven't just sent openreach to correct the fault, however they did test the line at the call center and everything looked to be working correctly from there end, either way I'm not holding my breath for a fix tomorrow.

Re: EE Tech Expert

JimM11 — Tue, 23 Dec 2025 21:43:15 GMT

@Lee3131 Can be the EE way off doing it, if they have there own people available to come look see and confirm yes you have a red PON or a LOS signal with the ONT, then they will confirm it all and get OR out, just a way that EE do it but does add day's onto the fault condition!

You can try power off 5 mins to the ONT and when restarted see how it goes!

Re: EE Tech Expert

Lee3131 — Tue, 23 Dec 2025 21:54:37 GMT

Hi Jim,

The EE call handler had me do this reset twice over whilst on the phone with him he also sent me a link so he could watch me doing it through my camera on my mobile unfortunately didn't work, thx for your advice though and I suspect that you are correct in it maybe adding more time to the repair, it's more frustrating with it being christmas though, oh well better dust some dvds off for the Christmas period.

Lee

Re: EE Tech Expert

JimM11 — Tue, 23 Dec 2025 22:07:25 GMT

@Lee3131 Pon is generally down to the exchange side, or a poor splice now at the CSP for you and you have some light on the Fibre but not good enough for the crisp connection needed! The ONT off was more a let's see but don't think i have had anyone get a full recovery without OR stepping up!

Re: EE Tech Expert

Lee3131 — Thu, 25 Dec 2025 00:16:33 GMT

Ok so update,

EE Tech Expert came to my property to look at the issue as suspected he deemed it to be something that openreach could only fix and appointment has been set up for 27 december,

However this has happened before in November (the red pon light) same as now, an openreach engineer was suspected of taking my line at the telephone pole to use for a new customer in my block of maisonette, I'm now concerned that this is going to keep happening, is there anything I can ask of the openreach engineer on the 27 december that will prevent this happening again, very frustrated that this is happening altho I can't put the blame with EE it's seems incompetence at openreach.

Lee